The Research On Service Quality Of ZX Community-run Hospitalbased On SERVQUAL Model

The State Council of the CPC Central Committee on deepening the reform of the medical and health system put forwardto improving the basic medical and health services,effectively reducing the burden of hospitalization costs,and effectively alleviate the difficulty of seeinga doctor.Improving the medical health service quality management is important mission of Health Department and Society,and also the realistic needs of the masses of people.During decades of rapid development,the health care industry has made some achievements.However,many medical health service quality is uneven in our country,there are a lot of defects in the method and means of the comprehensive modern quality management in service quality management.Due to the medical service quality management flaw,the trust degree reduces,and so on,causes the relationship between the doctor and patient becomeintensified.Enhancing the service quality management level andprotecting patient rights is urgency.This paper revolves around the quality of service in ZX Hospital,based on the customer service gap theory and the Servqual service quality evaluation model,establishes the service quality level evaluation system for ZX.By using random sampling method to analyze the results of the patients in ZX Hospital,the gap between service quality and patient satisfaction was found.Finally,according to the results to propose the ZX Hospital Service Quality Improvement strategy.This research hope to assess rightly of ZX Hospital service quality level,to improve hospital management performance andachieve the competitive advantage in the same industry.